Mortgage: Trouble during payment process

The company that services my mortgage, Home Point Financial, sent me links to a faulty website to upload HOA insurance information. The website simply does not work, and the servicer does not participate in any of the programs where they can verify that the HOA has insurance directly. I emailed them proof of insurance several times and received no response. I called, and regardless of how long I wait, can not get through to anyone. I request to schedule callbacks, and they never happen. I one time was able to get through to their insurance department by contacting another part of the company, and they verbally and by email confirmed receipt of my proof of insurance. I separately received a message from the main customer service section confirming receipt. I now have received a letter stating that they took out an insurance policy at my expense at a cost of {$4900.00} per year. This company is at best incompetent and should not be managing federally regulated mortgages or at worst is part of a scam where they pretend not to receive information in order to funnel egregiously priced premiums at friendly business partners. I strongly suggest an inquiry into this company 's practices and whether they have done this to others.